Elevating EV Charging: Moving from Business as Usual to Best Practice.

The UK's EV charging infrastructure is currently at a pivotal point of transformation. While many Charge Point Operators (CPOs) consider reliable charging, clear pricing, and customer support to be "business as usual," new leaders in the sector are setting benchmarks for best practice that go far beyond basic service delivery.

These progressive CPOs recognise that achieving best practice isn't just about meeting minimum standards; it's about creating exemplary charging experiences that others can measure themselves against. CPOs can collectively raise industry standards through benchmarking and knowledge sharing, benefiting operators and users.

Our EV driver survey revealed clear opportunities for CPOs to distinguish themselves. The most successful operators are already starting to demonstrate best practice with large and more intuitive charging interfaces, transparent pricing, knowledgeable support teams available 24/7, and truly accessible charging points. They're also establishing robust feedback channels where users can see their input driving tangible improvements.

With the next iteration of the UK Charge Point Regulations coming into effect from 24th November 2024, the distinction between business as usual and best practice becomes even more critical. While some CPOs may focus solely on compliance, industry leaders use these requirements as a springboard to excellence, implementing solutions that exceed regulatory standards and set new benchmarks for the industry.

Key Recommendations for CPOs

To implement best practice, CPOs need to:

• Create standardised interfaces that feel familiar across the various charging networks
• Implement unified authentication systems that eliminate the need for multiple apps
• Design intuitive, fully accessible charging stations that work for all users
• Offer personalised user profiles that remember preferences and streamline charging

These improvements increase customer satisfaction, reduce support requirements, and boost utilisation rates. Our implementation roadmap guides CPOs through achieving these standards while maintaining operational efficiency written within our "Plugging into the Future" white paper.

To demonstrate excellence in customer support, CPOs need to:

• Build centralised support hubs able to integrate with the various networks
• Implement real-time network status notifications
• Create multiple feedback channels with clear-resolution tracking
• Provide comprehensive multilingual support

This enhanced support infrastructure reduces issue resolution times and exceeds the upcoming 24/7 support requirements.

Accessibility and Availability

True accessibility means going beyond minimum requirements.

• Implementing universal design principles in all new installations
• Using data analytics for strategic infrastructure expansion
• Deploying smart queuing systems that respect user time
• Enhancing safety through improved lighting and monitoring
• Ensuring all charging points are genuinely accessible for users with disabilities

These enhancements expand market reach while setting new standards for inclusive charging infrastructure.

Charging Speed and Reliability

Leading CPOs achieve reliability rates that exceed regulatory requirements through:

• Comprehensive preventative maintenance programmes
• Infrastructure upgrades that ensure consistent performance
• Advanced real-time monitoring systems
• Transparent performance reporting and accountability
• Proactive issue resolution

These improvements help meet and exceed the 99% reliability requirement while building user trust and maximising revenue through higher utilisation.

Pricing Transparency

Best practice in pricing goes beyond displaying rates and includes:

• Clear digital displays showing current and upcoming prices
• Integrated cross-network pricing apps that simplify comparison
• Instant price notifications and updates
• Standardised, detailed billing formats that users trust
• Clear explanation of pricing structures and any variations

Transparent pricing builds trust, encourages regular usage, and sets the standard for industry pricing practices.

Setting New Standards

The upcoming UK Charge Point Regulations present a substantial opportunity for CPOs to redefine excellence in EV charging. By embracing best practice, forward-thinking operators will establish new benchmarks for service quality that inspire industry-wide improvement. Their commitment to innovation in user experience will reshape how drivers interact with charging infrastructure, making it more intuitive, reliable, and accessible for everyone.

These leaders will demonstrate how excellence in reliability and accessibility can build lasting trust with EV drivers while creating sustainable competitive advantages. Their success will show how exceeding regulatory requirements leads to increased utilisation, stronger customer loyalty, and enhanced business performance.

As I mentioned above, we created an implementation roadmap, which forms part of our white paper?"Plugging into the Future." The idea was to use all of the data provided by EV drivers and not just sit on it. Using our expertise in business improvement, we put the roadmap together to give practical guidance to achieving these future best practice standards, helping CPOs create exceptional charging networks.

For detailed guidance on implementing these recommendations and achieving best practice standards, send me a quick message, and I'll be happy to jump on a call with you. If you have not yet downloaded a copy of the white paper, please click here.

Thanks for reading.

Liz